SAP Service Manager

Outokumpu; Katowice; On-site; PLN 180,000 - 280,000; Full time

Job summary

Outokumpu is seeking an experienced SAP Service Manager to oversee the lifecycle of critical IT services and serve as the main liaison between business stakeholders, IT teams, and external providers. You will ensure reliable delivery, performance, and continuous improvement across SAP modules including Sales, QM/PP, PD, and PM.

Key responsibilities include incident, problem, change, and release management, governance and security compliance, and vendor performance oversight to meet service

Qualifications

• Experience in IT Service Management within a complex enterprise environment.
• Understanding of ITIL-based service management practices and processes.
• Strong stakeholder management and communication skills.

Responsibilities

• Own and manage end-to-end IT services throughout their lifecycle, from design to operations and improvement.
• Oversee incident, problem, request, change, and release management processes to ensure stable delivery.
• Define, monitor, and report on service performance, including SLAs and KPIs.

Skills

IT Service Management

ITIL practices

Vendor management

Stakeholder management

Security & compliance

Tools

SAP

ITIL tools

Job description

We are looking for an experienced and business-oriented SAP Service Manager to oversee the lifecycle of critical IT services and ensure they deliver value to the business. In this role, you will act as the key link between business stakeholders, IT teams, and external service providers, ensuring that services are reliable, secure, cost-effective, and continuously improving.

You will be responsible for ensuring the reliable delivery, performance, and continuous improvement of IT services that support business operations and strategic objectives. In your scope you will have SAP Sales, QM/PP, PD and PM modules

Key Responsibilities

• Own and manage end-to-end IT services throughout their lifecycle, from design and transition to ongoing operations and improvement.
• Ensure stable, secure, and efficient service delivery by overseeing incident, problem, request, change, and release management processes.
• Define, monitor, and report on service performance, including SLAs, KPIs, and service improvement initiatives.
• Act as the primary point of contact between business stakeholders, platform teams, support organizations, and external service providers.
• Manage service-related risks and ensure compliance with governance, security, regulatory, and audit requirements.
• Oversee vendor and supplier performance, ensuring contractual commitments and service expectations are met.
• Support service demand, capacity planning, and operational readiness for new and enhanced services.
• Support SAP roadmap, resource planning, budgeting, and continuous improvement initiatives.
• Lead service communications, escalations, and stakeholder engagement to maintain high levels of customer satisfaction.

What We're Looking For

• Proven experience in IT Service Management within a complex enterprise environment.
• Understanding of ITIL-based service management practices and processes.
• You have SAP change process and module content understanding. More detailed understanding any of the modules is an advantage
• Experience managing vendors and outsourced service providers.
• Strong stakeholder management, communication, and relationship-building skills.
• Understanding of IT governance, risk, compliance, and security requirements.
• Ability to collaborate effectively across business and technology teams.